The role focuses on customer engagement and experience by working closely with customers to create value, drive adoption, and support renewals, while proactively collaborating with cross-functional teams such as Customer Success, Sales, Support, and product and engineering to ensure a unified customer experience throughout the lifecycle. Responsibilities include designing, deploying, optimizing, migrating, and troubleshooting Cisco products and solutions using technical expertise, AI and automation, and strategic guidance, ensuring optimal performance and customer satisfaction. The position serves as a focal point for proactive problem resolution, delivering timely support across Cisco and third-party technologies, and develops technical content and guidance to support customer engagements, drive solution adoption, and enable customer self-sufficiency in partnership with Customer Success. Additionally, the role creates customer-facing documentation aligned with CX standards, leverages AI and automation to enhance delivery efficiency and innovation and increases personal productivity by focusing on high-impact work. The position also involves developing vertical market expertise to translate customer business needs into technical solutions, building knowledge of vendor and competitor products to ensure interoperability and optimization, and contributing to knowledge sharing and the development of digital intellectual capital, including documentation templates and automation artifacts to improve Cisco's delivery methodology and processes.
What You’ll Do
- Work on advanced Cisco Collaboration, Webex and strategic customer solutions, driving adoption, optimisation and long-term customer outcomes.
- Engage directly with customers, building trusted relationships and translating business requirements into technical solutions.
- Design, deploy, migrate, integrate, optimise and troubleshoot Cisco Collaboration and Webex environments.
- Develop deep expertise across:
Cisco Webex
Webex Calling
Cisco Unified Communications Manager (CUCM)
Cisco Collaboration
SIP / VoIP
Video conferencing
Contact centre technologies
Collaboration network infrastructure
- Support complex migrations and integrations across Cisco and third-party technologies, ensuring interoperability and optimal performance.
- Troubleshoot complex Collaboration issues across CUCM, Webex Calling, SIP, voice, video, endpoints and network infrastructure, collaborating with TAC and other stakeholders on CAP case resolution.
- Support Executive Briefings and QBRs, providing technical insights and recommendations aligned to customer business priorities and future-state outcomes.
- Create customer-facing technical documentation, implementation guidance and reusable technical content aligned to Cisco CX standards.
- Leverage AI, automation, APIs, programmability and orchestration to improve technical delivery, productivity and customer outcomes, while validating AI-generated outputs.
- Explain complex technical concepts to diverse audiences and enable customers to effectively adopt and operate Cisco solutions.
- Build knowledge of competitor and third-party technologies to support migration, integration and solution optimisation.
- Contribute to technical knowledge sharing, automation artefacts, documentation templates and continuous improvement of Cisco delivery methodologies.
Minimum Qualifications
- Bachelor's + 5 years related experience, Master's + 3 years, PhD + 0 years, or equivalent relevant experience.
- Professional-level certification such as CCNP Collaboration, CCNP Enterprise or equivalent.
- Demonstrated experience with Cisco Collaboration and/or Webex technologies.
- Strong hands-on experience in several of the following: Webex, Webex Calling, CUCM, SIP, Video Conferencing, Contact Centre and Collaboration Network Infrastructure.
- Experience designing, implementing, migrating and troubleshooting complex Collaboration solutions.
- Strong customer-facing, consulting and communication skills.
- Working knowledge of automation, programmability, APIs and AI-enabled technical delivery.
At Cisco, we’re revolutionizing how data and infrastructure connect and protect organizations in the AI era – and beyond. We’ve been innovating fearlessly for 40 years to create solutions that power how humans and technology work together across the physical and digital worlds. These solutions provide customers with unparalleled security, visibility, and insights across the entire digital footprint.
Fueled by the depth and breadth of our technology, we experiment and create meaningful solutions. Add to that our worldwide network of doers and experts, and you’ll see that the opportunities to grow and build are limitless. We work as a team, collaborating with empathy to make really big things happen on a global scale. Because our solutions are everywhere, our impact is everywhere.
We are Cisco, and our power starts with you.
Skills Required
- Bachelor’s degree plus 5 years of related experience, master’s degree plus 3 years, PhD plus 0 years, or equivalent relevant experience.
- Professional-level certification such as CCNP Collaboration, CCNP Enterprise, or equivalent.
- Demonstrated experience with Cisco Collaboration and/or Webex technologies.
- Hands-on experience with several of Webex, Webex Calling, CUCM, SIP, video conferencing, contact center, and collaboration network infrastructure technologies.
- Experience designing, implementing, migrating, and troubleshooting complex Collaboration solutions.
- Strong customer-facing, consulting, and communication skills.
- Working knowledge of automation, programmability, APIs, and AI-enabled technical delivery.
Cisco Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Cisco and has not been reviewed or approved by Cisco.
-
Healthcare Strength — Health coverage is described as robust with multiple plan options and access to onsite/virtual LifeConnections Health Centers on major campuses. Company materials also highlight mental-health resources and comprehensive preventive care, supporting strong core medical benefits.
-
Leave & Time Off Breadth — Time away includes company‑wide recharge days, a paid birthday, a year‑end shutdown, and paid Critical Time Off for emergencies. Paid volunteer days further expand opportunities to step away and recharge.
-
Parental & Family Support — Policies include a global minimum for paid parental leave for primary caregivers, caregiving concierge services, and on‑site children’s learning centers in select locations. In the U.S., family‑building support is consolidated under Carrot with a defined lifetime maximum, indicating structured assistance across fertility, preservation, adoption, and surrogacy.
Cisco Insights
What We Do
Cisco (NASDAQ: CSCO) enables people to make powerful connections--whether in business, education, philanthropy, or creativity. Cisco hardware, software, and service offerings are used to create the Internet solutions that make networks possible--providing easy access to information anywhere, at any time. Cisco was founded in 1984 by a small group of computer scientists from Stanford University. Since the company's inception, Cisco engineers have been leaders in the development of Internet Protocol (IP)-based networking technologies. Today, with more than 71,000 employees worldwide, this tradition of innovation continues with industry-leading products and solutions in the company's core development areas of routing and switching, as well as in advanced technologies such as home networking, IP telephony, optical networking, security, storage area networking, and wireless technology. In addition to its products, Cisco provides a broad range of service offerings, including technical support and advanced services. Cisco sells its products and services, both directly through its own sales force as well as through its channel partners, to large enterprises, commercial businesses, service providers, and consumers.
